Moving home is a big step, and we’ve been working hard to make sure that we improve our lettings service both before and after you get the keys.

Over the past few years, we’ve been adapting our service to make the process of moving into one of our homes more flexible and in 2022/23, we’ve been striving to keep learning from you so we can keep making improvements.

We've also been listening to what our customers have been telling us about how we can help make things easier for them, giving clearer information about the terms of their tenancy.

A success story for this approach has been our pet policy, and we're delighted to see so many customers sharing their homes with animals such as these:

Moving in

Our success with virtual sign-ups over the past couple of years has allowed customers to choose when they view and accept properties at a time and date that suits them, rather than waiting for when we’re able to come out to you.

We also understand that some people may prefer doing their sign-ups and viewings face-to-face, so our lettings team has been working with our mobile associates to make sure we can get someone from our team out at a time that suits you.

Our flexible and customer-first approach, together with better working relationships with our contractors is helping us reduce the amount of time that properties are empty and making sure that people who are in need of somewhere to live can get a roof over their head sooner.

homes let in 2022-23

re-lets (letting an existing property)

new lets (new homes we've built or bought)

Moving out

There are lots of reasons why someone might want to move out of their home – they might want to move to a new neighbourhood, need a bigger or smaller home or are moving in with a family member or partner.

When customers move out of our homes, we’re actively seeking feedback to find out why our customers are leaving us through exit interviews.

These surveys can help us find where we can improve, using the feedback to measure contractor performance or inform other parts of the business where improvement has been highlighted.